Alrosa AK (SimpleOne ITSM (IT Service Management))

2022: Migration to the Russian SimpleOne ITSM system

The world's largest diamond mining company ALROSA, together with the system integrator IT Guild, has successfully completed a project to implement the domestic SimpleOne ITSM system for automating the management of the company's IT services.

Previously, ALROSA worked with a ITSM foreign vendor system. The company used a foreign system to automate the processing of requests and applications in the IT department. With the help of the system, the creation, classification, distribution and processing of applications by performers took place, the history of requests and statistics were maintained. The main performers of applications in ALROSA are the IT department (900 + specialists), which process applications of 13,000 employees of the company with roles distributed among the centers of competence. After the manufacturer left ON Russian market and stopped updates and technical support, the company faced an important task - to find an alternative solution in the market. RUSSIAN FEDERATION

A number of requirements were formulated for the new system: maintaining all the functionality of the current solution; the possibility of further development and self-expansion of functionality; System flexibility and scalability ability to integrate with enterprise IT infrastructure, guaranteed support and updates. After analyzing the proposals on the Russian market, it was decided to choose the SimpleOne ITSM system, which met both the current tasks of ALROSA and the prospects for the development of the platform for future business needs in automating IT processes.

The implementation process lasted 9 months until the transition to commercial operation. Implementation engineers have been able to fully preserve the existing functionality and expand the level of automation through the flexibility of the SimpleOne platform. All the main application channels were implemented, including a chat bot in Telegram, integrations with enterprise systems were configured: Active Directory, Boss-Personnel, IT Infrastructure Monitoring. Additional modules have also been developed for the needs of ALROSA IT.

The company has been operating in the SimpleOne ITSM system for more than a year. During this time, the solution passed the stages of filling with additional functionality and stabilization and became a tool for automating the management of the company's IT services.

"For us, the project of introducing a new ITSM system is not only following the precepts of import substitution, but also the logical completion of the centralization of the IT function of the ALROSA group. The introduction of the new solution has encouraged us to implement completely new and, most importantly, optimal processes for providing IT services. Of course, this contributes to the development of our service and an increase in the level of satisfaction of our business customers, "said Lasha Janashia, Deputy General Director for Development of ALROSA IT.

In the future, ALROSA plans to continue to develop and expand the capabilities of ITSM SimpleOne through the implementation of new modules, such as contract management, automation of scheduled maintenance, execution of audit orders, etc.

"Our partner managed to complete a complex project in a short time, replace a foreign solution and ensure the uninterrupted operation of the IT infrastructure of the world's largest diamond mining company. The successful completion of such a large-scale project was the result of intensive interaction and teamwork of all three parties that fully used the advantages of the selected product, "commented Sergey Chukanov, CEO of SimpleOne.